When you launch a new product in
the market, you would like to know how your product is performing in the
market. Do the consumers like your product? Are they happy with the quality?
Are they pleased with the after-sales service? And so on. There are multiple
ways in which you can collect data for the above questions. you could hire
someone to conduct a market research for you or do it yourself through various
tools available online. You could put the word out on social media about the
product, and use that as a forum to collect opinions about your product and you
could also encourage people to post honest reviews about your product. Customer
reviews, if used in the right manner, can be a potent tool in enhancing
customer experience and building the brand. At Global Tree, reviews are one of
the main components of customer feedback loop
Leverage Reviews to Gain Insight into Customers
For any company, both good and
bad reviews can be the norm. It is quite common to have both very good and very
bad reviews for the same product, depending upon the customer experience. One
mistake many companies make is to suppress or ignore the bad reviews, while
highlighting only the good ones. The best
thing to do with bad reviews is to use them to gain an understanding of
what customer expectations are and what are the areas in which your product or
service is unable to fulfill the expectations. Were they unhappy about the
delivery timelines? The service itself or the aftersales service. You could
also use technology to build an algorithm that can reveal a pattern in customer
feedback, based on which you could decide to make structural changes to your
product’s workflow and customer onboarding experience.
There is a lot that one can learn
from customer reviews, especially the ones that have not been so kind to the
company’s product, as it helps the company to easily identify the areas of
improvement and put together a strategy for the same. At GLOBAL TREE, REVIEWS are
used to gain an understanding of the customers changing requirement and are
used as an integral part of customer enhancement plans.
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